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Frequently Asked Questions

What is Vault Payments?

Vault Payments delivers a pre-paid digital Mastercard to your mobile phone. You can make purchases in-store using the mobile's “tap and go” function as well as online.
Vault Payments is delivered to you by The Vault Payment Solutions Group.

How do I activate my Vault Payments card?

  1. You'll have received an SMS from ‘Vault’ with an activation code.
  2. Note down your activation code, as you'll require this later.
  3. Click the link in the text message and you'll be directed to your device's app store to install the Vault Payments app. (Or if you've previously installed the Vault Payments app, click the link and go to step 5.)
  4. Click the option to install and then open the Vault Payments app.
  5. When prompted to activate your card, enter your mobile number and the activation code from the SMS. (Tip: If you switched back to the text message to find your activation code, click the link in the text to return to the app again.)
  6. Choose a password when prompted. You will need to remember this password as you'll use this password, with your mobile number as your username, when logging on to the app in future.
  7. When prompted, read and accept the Vault Payments Terms & Conditions.
  8. You'll then see your Vault Payments card in the app, and you're ready to add it to your device wallet for in-store purchases (see FAQ "How do I add my Vault Payments card to my device wallet?") or to make online purchases (see FAQ "How do I use my Vault Payments card for online purchases?")

How do I add my Vault Payments card to my device wallet?

First, enter your activation code to access your Mastercard in the Vault Payments app. Then you can press "Add card to wallet" in the app to add to Apple Pay, Google Pay or Samsung Pay. If your phone is paired with an Apple Watch, you can choose to add your card to the wallet on your phone, the wallet on your watch, or both. For further information, refer to these resources:

Where can I use my Vault Payments card?

You can use your card in-store at contactless point of sale terminals (look for the Contactless, Google Pay, Apple Pay or Samsung Pay logo), or you can use your card online. Please refer to FAQs:

  • "How do I use my Vault Payments card for in-store purchases?"
  • "How do I use my Vault Payments card for online purchases?"

How do I use my Vault Payments card for in-store purchases?

Once you've added your card to your Apple Pay, Google Pay or Samsung Pay wallet, you can use your phone to "tap and go" at contactless point of sale terminals (look for the Contactless, Apple Pay, Google Pay or Samsung Pay logo).

How do I use my Vault Payments card for online purchases?

Your Vault Payments card is a digital Mastercard; you'll just need your card number, expiry date and CVC number.
In the Vault Payments app, tap the card once to view your card number and expiry date. Tap twice to see the CVC number.

How do I find my pin number?

You can set your own pin number within the Vault Payment application. Simply login to the app, click the settings icon on the top right corner, click ‘Manage Pin’ and follow the prompts.

Do I need to use a pin number when using my Vault Payments card?

No. You can use your Vault Payments card without a pin number for purchases under $100. For purchases over $100, you will need a pin number.

I don't want a PIN on my phone.

For security reasons, a screen lock measure such as a PIN is required to use Apple Pay, Google Pay or Samsung Pay.

When I try to activate my card, I'm getting a message “Gift card is already activated”. What do I do now?

You have already activated the card in the Vault Payment app. To use the card for purchases, you now need to add it to your Google Pay, Apple Pay or Samsung Pay wallet. Please follow the steps outlined in the “How do I add my Vault Payments card to my device wallet?” FAQ.

The SMS with my activation code is on my old phone. What do I do now?

Please contact us and we can re-send the SMS.

I can't activate my card. What do I do now?

Please contact us and our team will investigate.

Can I use Vault Payments on my Apple Watch?

Yes. If your phone is paired with an Apple Watch, you can use the "Add card to wallet" feature in the Vault Payments app to add your card to the wallet on your watch, the wallet on your phone, or both.

What type of phones do Vault Payments cards work on?

Vault Payments is supported on:

  • Apple iPhones and Apple Watches running iOS version 9 (and later)
  • Android phones running Android API version 16 "Jelly Bean" (and later)

Vault Payments is not supported on iPads or other tablet devices.
To use Vault Payments for in-store payments, the device must support NFC (Near-Field Communication).

Can I use my Vault Payments card at stores that do not accept contactless payment?

You can only use your Vault Payments card in store at contactless point of sale terminals (look for the Contactless, Google Pay, Apple Pay or Samsung Pay logo).

Otherwise you can use your card online. Please refer to the FAQ "How do I use my Vault Payments card for online purchases?" for assistance in using your card online.

Can I get cash out with my Vault Payments card?

No, you cannot. These cards are prepaid Mastercards and cannot be used to withdraw cash.

Can I use my Vault Payments card overseas?

The Vault Payments card can be used overseas at contactless point of sale terminals (look for the Contactless, Apple Pay, Google Pay or Samsung Pay logo) at participating vendors, or for online purchases. International transactions are subject to a fee of 2.99%

How do I access my card balance/transaction history?

Please open the Vault Payments app; the balance and transaction history will both be listed.

What is my Vault Payments app username and password?

Your username is simply the mobile number that your activation code was sent to. You would have entered a password the first time you logged in. If you have forgotten it, you can use the Reset Password feature in the app.

Where do I find my card EAID?

When contacting Vault Payments customer support, you may be asked for your card EAID. You can find your card EAID (which securely identifies your card) in the Vault Payments app. View your card in the app, open the Settings menu at top right, and select Help & Support to see your card EAID.

I'm getting a new phone. How do I transfer my card?

Download the Vault Payments app on your new phone. Log in with your Vault Payments username (mobile number) and password, and you'll be able to see your card.

You'll also see your card in your mobile wallet if you're using the same Apple/Google/Samsung account on your new phone, or you can add the card to your new phone's wallet (follow the steps outlined in the "How do I add my Vault Payments card to my device wallet?".

I've lost my phone. How do I stop the card from being used on the lost phone?

Please refer to your Pay provider's FAQ's:

Please also refer to the FAQ: “I'm getting a new phone. How do I transfer my card?”.

My phone is broken. What happens to my card?

Download the Vault Payments app on your new phone, log in with your Vault Payments username (mobile number) and password, and you'll be able to see your card.

You'll also see your card in your mobile wallet if you're using the same Apple/Google/Samsung account on your new phone, or you can add the card to your new phone's wallet (follow the steps outlined in the "How do I add my Vault Payments card to my device wallet?".

My phone RFID is broken and I can't tap/My phone doesn't have a RFID chip? What do I do now?

To use your card in store you will need a functioning RFID chip so you can make contactless payments. However, you can use your card online still. Just follow the steps outlined in "How do I use my Vault Payments card for online purchases?"

My phone doesn't support NFC. What do I do now?

To use your card in store you will need a phone that supports NFC (Near-Field Communication), so that you can make contactless payments.
However, you can use your card for online purchases without NFC; just follow the steps outlined in "How do I use my Vault Payments card for online purchases?"

Can I transfer my Vault Payments card to someone else?

No, your Vault Payments card is linked to your mobile number and is not transferable.

Can I add my card to multiple wallets?

Yes, you can! You will just need to follow the steps outlined in the "How do I add my Vault Payments card to my device wallet?" to add your Vault Payments card to a new wallet.

When does my Vault Payments card expire?

You can view your card's expiry date by visiting the Vault Payments app

Do I need to set a PIN on my card? How do I set one?

When making in-store payments of $100 or more, you may be required to provide a card PIN.
So if you have a Vault Payments card valued at $100 or more, you may wish to set a PIN for your card. 
To set a card PIN, view your card in the app, open the Settings menu at top right, and select Manage PIN. You will be prompted for your details including your date of birth.

What are the transaction limits?

The maximum amount per transaction is $2,000. There is also a limit of 20 transactions per day.

How safe is my personal information?

Your personal information is stored securely and used to issue and operate your card and process transactions. Your personal information may be disclosed to third parties when required by law and where necessary or related to the delivery of card services. Please refer to the Vault Payment Solutions privacy policy.